Service Delivery KPIs

We use our Service Delivery KPIs to monitor and evaluate our performance

MFG’s Service Delivery KPIs

This page is designed to show clients our Service Delivery KPIs (Key Performance Indicators). At the start of each month, we’ll publish our previous month’s KPIs which detail our performance. We believe our services should be transparent, therefor we record the previous three months to highlight our service over the previous quarterly period.

At MFG, we’re continually improving our services. On top of that, we’re extremely fortunate to employ some of the best local engineers, who have a genuine passion and motivation towards bettering the customer service for our clients.

These KPIs are just four (of many) we use to monitor and evaluate our performance. They have been carefully chosen to genuinely reflect our service and the excellent work performed by the Service Desk. However, if there’s another specific statistic you would like to see – perhaps to benchmark against your current IT service provider, then please get in touch!

One of MFG’s company values is Honesty. We’re extremely honourable with these figures, which have been displayed for the benefit of our customers. These numbers are pulled directly from AutoTask, our ticketing system and CRM.

On a high note, we believe that our service delivery results are always above the industry average. So, a very “well done” to our Service Desk team who are always working hard to improve our services, and thus our Service Delivery KPIs as a result.

Our Service Desk KPIs
Here's how we performed in June 2021
Number of Tickets Resolved
SLAs Met
Tickets Resolved in Under 1Hr
Happiness Factor

Previous Month's KPIs

Tickets Resolved


SLAs Met: (100%)


Tickets Resolved in <1hr: (95.33%)


Customer Happiness Factor: (100%)


Tickets Resolved


SLAs Met: (99.6%)


Tickets Resolved in <1hr: (94.63%)


Customer Happiness Factor: (100%)


Tickets Resolved


SLAs Met: (99.8%)


Tickets Resolved in <1hr: (55.6%)


Customer Happiness Factor: (100%)


KPIs Explained

Number of Service Tickets Resolved

This is the total number of support request tickets that our Service Desk resolved in the previous month.

Our Service Desk covers a wide range of support requests – big or small – from system changes or upgrades to fixing problems. We include this KPI to give you an idea of the Service Desk demand for a given month.

Rest assured, we ensure we have the skills and staffing resources needed to achieve service excellence month in month out.

SLAs Met

Service Level Agreements (SLAs) are our written promise to our clients to deal with their IT issues and requests within a certain timeframe. Some clients have differing SLAs, depending on the nature of their business and their demands upon on-boarding them as a client. We also set SLAs depending on the urgency of the request and what it concerns.

Our SLA KPI is calculated on the percentage of first responses met within client agreed response time (for all our managed service clients as a whole).

Our client SLAs are extremely important to us and we fully appreciate that the technology and service we provide to our customers is often the backbone of their entire operation. Our Service Desk team will go above and beyond to ensure our internal target for SLAs met is continually achieved. Our SLA KPI really helps us to ensure we’re meeting our customers targets and meeting their expectations.

Tickets Resolved in Under One Hour

This KPI is also extremely important to us. We know that IT issues can really get in the way of your work, which is why you can’t afford to wait for prolonged periods of time for issues to be resolved.

This KPI is the percentage of support requests that were dealt with in less than one hour. This includes tickets that were raised by telephone, email, or via our online ticketing system. So, we don’t just look to resolve your issue in the same day, we look to resolve your issue within the same hour!

Happiness Factor as a percentage

Customer satisfaction is a key driver for the work we do at MFG. We’re continually looking to improve our customer service – and as such, we’ve introduced a simple customer satisfaction score survey, where you (our customers) can rate the service you received on your Service Desk ticket – Excellent (Gold), Good (Green), Average (Amber) or Poor (Red).

This KPI is based on the feedback response we receive from clients on our closed tickets. The Happiness Factor is the % split between happy & disappointed customers. Gold and Green feedback being positive, Amber and Red feedback being negative.

Customers: You will notice a set of icons at the bottom of your regular ‘Ticket closure’ emails once a task is marked as complete. So, the next time you see these icons, we would really appreciate if you could take a few moments to rate the service you received and provide further written feedback if you feel the need.

You can also read some of our client reviews on Google.

Contact our friendly team

If you’re an existing client that needs further help or support, please call our Service Desk on 0118 914 8800 or email Or if you would like to speak to a member of our sales team, please follow the link to our contact page…